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Senior Support Engineer

We are looking for a Senior Support Engineer to help us in our mission to bring delightful, market-fresh easy cooking back to the people. Marley Spoon is re-inventing the global food supply chain to reduce food waste and connect consumers with quality producers, providing fresh food directly to customer’s homes. To achieve this, we are developing innovative applications to inspire and empower cooks to find and prepare food they love.

As Senior Support Engineer, you are the go-to person in our digital engineering support structure helping our internal stakeholders in Australia, USA and Europe in case of problems with our digital applications which are ranging from customer facing (e.g. mobile & web apps, backend services) to operational (e.g recipes & menu management, logistics). You are heavily interacting with our engineering teams and product managers to improve our digital products and build support applications (e.g. scripts) on your own. In short, you are a mix of strong technical, interpersonal and support skills.

The role:

  • You act as the internal engineering service desk and resolve as many tickets as possible on the service desk level while you’re backed by engineering teams on support level 1 and 2 whom you can dispatch tickets to
  • You maintain a close exchange between stakeholder focus groups (e.g customer support, operations) to train and support them but also learn about their need to improve the digital support process and tooling
  • You keep the support documentation up to date and coordinate & train software engineers and PMs on working in the digital support framework
  • You monitor operational systems (e.g. shipment label monitoring) and manage resolution
  • You dig into our systems landscape and databases, learn and understand how major parts such as orders, shipments, recipes, menus work together. Based on that you write scripts or improve existing ones enabling you to handle tickets at the service desk level or provide them to the 24/7 standby engineers so they can act safely during nights and weekends
  • Ideally: you improve the support process in a way that the ticket load remains low while our internal stakeholders are provided with excellent SLAs (e.g. response time, tone of voice, resolution time and quality). You do that by aligning with engineers & product managers to improve quality & features, provide self-service documentation, learn how to tackle incidents yourself w/o engineering support and where appropriate, write scripts to handle requests yourself

Requirements:

  • You love coding and scripting. You have a strong acumen for technologies. You understand DB models and are able to query them; you have solid skills in operating systems environments of Linux/Ubuntu; are able to write scripts and ideally, you are versed in one or more programming languages
  • Experience in operative tech support. You have substantial experience in working hands-on in support (e.g. service desk, 1st level) in a startup or company up to ~3000 employees.
  • You think in IT support methodologies. You know how IT support structures function and how to manage and improve them. In doing so, you have a methodological or process-oriented way of thinking
  • You are customer-focused. You are an engineer by heart but you know how to handle internal customers, what they need from engineering support, how to help them, and are very passionate about making customers happy :)
  • Documentation & good communication matters to you. You know that in technical support communication in oral or written form matters and you are good at that
  • You are proactive and a lateral leader. You see and actively watch out for improvement needs, whether it’s technical or process related. When spotted, you either implement them yourself or lead efforts across teams to convince and get them implemented
  • You’re independent. You execute with minimal hand-holding, but also know when to seek support
  • You’re flexible and dynamic. You are ok with change and know what it means to work in a company with emergent and shifting priorities, with the complexities of a maturing product and organizational structure
  • You’re hungry. You not only seek out new challenges, but you like to cook, or eat, or both!

Awesome extras:

  • You have experiences with Ruby on Rails
  • You have knowledge of IT support frameworks like ITIL
  • You worked as a software engineer for a while
  • You’re familiar with Scrum

Benefits:

  • A place to be and develop yourself as an entrepreneur. True ownership, real responsibilities, and strong opportunities for growth
  • Flexible working hours, hybrid (home + office) and/ or full remote (CET ±2)
  • Spend 5% of your working time on personal learning and development
  • Learning & development budget
  • Corporate pension scheme (the company adds 20% on top)
  • Possibility to trade part of your salary for double the amount in stock options
  • Our beautiful and cozy office is located in the heart of Berlin Kreuzberg close to some of the best restaurants
  • Free food boxes delivered to your doorstep
  • Cooked food from our test kitchen (for office go-ers)
  • Discounts for gym membership & language courses
  • Friday drinks and many after-work events
  • An open, diverse and respectful culture with over 50 nationalities
  • Check this link for more flavour: https://www.youtube.com/watch?v=SwWAnIiHDj8

We are building global direct-to-consumer brands leveraging operational excellence to continuously delight our customers in a personalized and sustainable way. We're global (8 markets, 3 continents), 1600+ employees strong, bringing to market 3 delightful brands: Marley Spoon, Dinnerly and Bezzie. Even though we're a public and profitable company, we're just getting started. Stay tuned or apply!